Support retainers, Jellyhound

Support retainers

For the things you ask us to do.

Care plans cover the running of your website. Retainers cover the changes: content edits, small dev work, configuration, the questions that come up. Almost every client needs some monthly support. A retainer gives you that on tap, at a discount, on a budget you can plan around.

✓ Hours pool across all your websites

One retainer, multiple websites. Spend the lot on a priority website this month, spread across all of them next month. You decide where the time goes.

✓ Actively managed, prioritised and utilised

From 3 hours up, you get a dedicated account manager and a 30-min monthly planning call. They maintain your backlog, suggest priorities, and keep your hours actively used, not lapsed.

✓ Get 1 month free

Annual sign-ups get the 12th month's retainer free.

Light

1 hour / month

£55/mo billed annually

£60/mo

Save £60/yr · 1 month free

Switch to annual to save £60

1 dedicated hour per month
Discounted retainer rate vs ad-hoc support
Content tweaks, quick fixes, ad-hoc questions

Best value

Standard

3 hours / month

£233.75/mo billed annually

£255/mo

Save £255/yr · 1 month free

Switch to annual to save £255

3 actively-managed hours each month
Dedicated account manager
30-min monthly planning call
Discounted retainer rate vs ad-hoc support

Active

5+ hours / month

from £366.67/mo billed annually

from £400/mo

Save £400+/yr · 1 month free

Switch to annual to save £400+

5+ actively-managed hours per month
Dedicated account manager
30-min monthly planning call
Active+ tier scales smoothly to 15 hours

5 hours from £366.67/mo · 7+ hours from £481.25/mo

5 hours from £400/mo · 7+ hours from £525/mo

Where each request lands

What's in support, what's a project, what's not us.

Most of what you'll ask for sits comfortably inside your support hours. Bigger work that introduces commercial risk gets scoped as a project. A few things sit outside our specialism, where we'll point you at people we trust.

Included in support time

Everyday changes you can spend retainer hours on:

Content edits. Update existing text, fix typos, refresh page copy, swap quotes, change CTAs.
Blog and news uploads. Posts, case studies, announcements. You provide the content; we publish, format, and tag.
Page layout adjustments. Move sections, reorder elements, tweak spacing, swap components.
New sections on existing pages. A new band, feature block, or CTA, where you can give us clear direction.
Design changes with clear direction. Adjustments inside your existing brand. Not a brand refresh or full redesign.
Image swaps and optimisation. Replace, resize, compress.
Tracking and pixel installation. Google Tag Manager, GA4 events, conversion tags, Meta and LinkedIn pixels.
On-page SEO tweaks. Meta titles, descriptions, alt text, heading structure on existing pages.
Plugin and setting tweaks. Configuration changes inside your existing stack.

Quoted as a project

Anything that needs a project manager and carries commercial risk gets scoped properly first:

Custom development. New features, custom plugins, anything that goes beyond configuration.
Integrations. CRM, marketing automation, ERP, anything where two systems need to talk reliably.
Ecommerce changes. Payment systems, checkout flow rebuilds, subscription logic. Places where a wrong move costs you sales.
Brand refresh. A new visual identity rolled out across the website.
Full website redesign. A new look and feel, new templates, or a rebuild from scratch.
Major migrations. Hosting moves we don't run, big content restructures, domain consolidations.

Not included

We have a separate service for these or we can recommend partners we trust:

Content writing. Blog posts, page copy, brand content. We can upload content you provide, but we don't write it for you. For SEO and GEO content done for you, see the Content Creation option in our AI & SEO Visibility Blueprint. For bespoke content not focused on organic search, we can introduce you to a trusted content partner.
SEO and GEO strategy. Keyword research, content briefs, ranking strategy, link-building. Available as part of our AI & SEO Visibility Blueprint.
Paid advertising. Google Ads, Meta Ads, LinkedIn. Strategy, creative, spend management.
Social media management. Posting, scheduling, content creation, community management.
Email marketing campaigns. Strategy, creative, list building.
Branding and positioning. Visual identity, naming, messaging strategy.

Not sure if it's support or a project? Ask. Our team flags it before any work starts, so there are no surprises on the invoice.

FAQs

The questions clients usually ask.

How does the support retainer work alongside a care plan?

They cover different ground. The care plan handles the running of your website: hosting, updates, monitoring, reporting. The retainer covers the work you ask us to do: content edits, tweaks, the questions that come up. Most clients have both, because that's where the value usually lands.

What happens if I don't use all my hours in a month?

Unused hours don't roll over. From three hours upwards you get a dedicated account manager and a 30-minute monthly planning call to keep your hours actively used, not lapsed. If you find yourself consistently under-using, switching down a tier is straightforward: 30 days' notice, pro-rated.

What if I need more than my hours in a busy month?

For genuinely critical situations (security incidents, broken checkout flows, broken contact or lead-capture forms) we can draw up to half of next month's hours early. It's a goodwill gesture, not a contractual entitlement, and it's reserved for things that hurt your business right now. For routine extra work, we'll quote the additional time at your member overflow rate before doing anything, so you always sign off the cost first. We never run up a bill behind your back.

Can my hours pool across multiple websites?

Yes. One retainer covers all your websites and your hours pool across them. Spend the lot on a priority site this month, spread them across the others next month. You decide where the time goes. The pooling is one reason most clients with two or more sites end up on Standard or above rather than buying a separate retainer per site.

Why pay for a retainer when I could just buy ad-hoc support?

Two reasons. First, the rate: retainer hours work out at a discount compared to ad-hoc support, and the more hours you commit to monthly, the better your effective rate. Second, the relationship: from three hours up you get a dedicated account manager and a monthly planning call. With ad-hoc, every request is a cold start. We re-familiarise with your website, your context, and your priorities each time. The retainer is the rate and the continuity.

What can I not use my retainer hours for?

Bigger work that needs proper planning (custom development, integrations, brand refreshes, full website redesigns) is quoted as a project, not drawn from your retainer. We always flag this before any work starts, so you never see a project cost on your retainer invoice. A few specialisms sit outside what we do entirely (bespoke content writing, SEO and GEO strategy, paid advertising, social media management). For those we'll point you at trusted partners, or you can take our SEO and GEO content option as part of the AI & SEO Visibility Blueprint.

Hours on tap for the work you ask us to do.

From discovery to management.